Our performance

Tenant Satisfaction Survey 2023/24

Towards the end of 2023, we conducted our latest Tenant Satisfaction Survey.

Almost 1,000 households representing 44% of our tenants across the region participated in the survey, which covered various aspects of our services including rent and energy costs, communication methods, and digital connectivity.

We appreciate everyone who participated in the survey and helped us to refine its questions. If you're curious about the results, you can click the button below to browse through the findings and see how your feedback is guiding our efforts to improve your overall Loreburn experience.

Tenant Satisfaction Survey results 2023/24

Quarterly performance information

You'll see targets for our performance measures are also outlined, so you can see if we're doing better, or worse, than we're aiming for. Performance information is updated quarterly. The figures below represent Quarter 4 (January to March 2024). 

Repairs

We're working hard to provide you with a quick, efficient and cost-effective repairs service in order to keep your home safe and well-maintained.

This quarter we’ve seen a really high level of demand on the repairs service as we look to continue to prioritise addressing reports of damp and mould and emergencies - particularly those related to the cold weather. 

Percentage of tenants satisfied with the repairs service



96%

Target = 94%

Scottish Average = 90.1%

Percentage of repairs appointments kept in the quarter



94%
Target = 98%


Average number of hours to complete an emergency repair



2.58 hours

Target = 3 Hours

Scottish Average = 4.2 hours


Average number of days to complete a non-emergency repair



13 days

Target = 12 Days


Percentage of "Right first time" repairs


82%

Target = 94%


Percentage of tenants satisfied with planned works



100%

Target = 96%

Keeping your home safe and warm

If your property has a gas supply then, by law, we are obliged to carry out a gas safety check every 12 months. This annual check is essential to ensure the safety of you and your family.

In short, an EPC (Energy Performance Certificate) rating is a review of a property’s energy efficiency. The scale spans from A to G; A being the most efficient and G being the least. The higher the efficiency, the lower the running costs.


Percentage of gas safety checks carried out



100%

Target = 100%


EPC ratings of our homes

Homes let

Our turnaround on void properties has consistently remained under the 18-day target, which means that our empty homes can be quickly relet to those who need them the most.  


Total number of properties let



Q4 = 43


Average number of days to relet void properties



Q4 = 14 days

Target = 15 days

Scottish Average = 56.3 days

Complaints and compliments

We're committed to providing an exceptional tenant experience, but we understand that things can go wrong from time to time. If something isn't right, it's important that you let us know. We use the information you provide to improve our services and make sure it doesn't happen again.


Number of complaints received in the quarter



40 complaints


Average number of days to receive a full response to a complaint



Stage 1 = 4 days

Stage 2 = 12 days


Percentage of complaints responded to within target timescales



Stage 1 Q2 = 100%

Stage 2 Q2 = 91%

Target = 95%


Number of compliments received in the quarter



10 compliments